Team Leader

Job not on LinkedIn

🔥 1 hour ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Encore

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📣 Marketing

🏨 Hospitality

Consulting • Marketing • Hospitality

Encore is a global leader in event planning, creative production, and technology solutions, specializing in in-person, hybrid, and virtual events. With expertise in event branding, content development, staging services, and audiovisual solutions, Encore serves a diverse range of event formats, including conventions, meetings, and weddings. The company is dedicated to delivering engaging experiences while prioritizing sustainability and inclusivity in their operations.

📋 Description

• Lead and coach a group of approximately 15 Agents to deliver commercial, compliance and efficiency targets • Ensure adherence to compliance legislation, guidelines, company policies and procedures • Coach Agents on compliance, conduct risk, payment arrangements and performance • Conduct call coaching observations, complete Call Quality audits and provide feedback • Review management information, exception reporting and agent error reports; plan and document coaching interventions • Lead team meetings, call calibration sessions and agent briefings • Attend team reviews with the Team Manager and decide performance management interventions • Lead conduct or grievance investigations, excluding hearings • Conduct manager calls on escalated Expressions of Dissatisfaction in line with company process • Act as Duty Manager, providing floor cover and ensuring department security and closing processes • Coordinate shift swaps and overtime administration • Act as point of contact for process, people and systems queries

🎯 Requirements

• Proven track record of coaching and improving performance through tutoring and motivation of frontline Agents • Ability to communicate and influence with gravitas across the organisation • Experience leading call calibrations and other training sessions • Ability to organise, deliver and document structured and regular coaching on call behaviour, process, system and policy • Previous experience taking and resolving escalated customer queries in line with company and regulatory procedures • Ability to work on own initiative and as part of a team • Proven ability to innovate and deliver change • Ability to use Microsoft Office • Ability to cover all operating hours across weekdays and weekends • Must submit application via Workday before midnight on Tuesday 27th October 2026

🏖️ Benefits

• Secondment basis • Remote work arrangement

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